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3 months ago
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Customer Service Representative


Atlas Air
Location: New York, United States
Job type: Permanent
Sector: Operations
Category: Customer Service Jobs
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Overview:

Responsible for maintaining the customer relationship and product satisfaction while handling interference between Sales/Marketing and the Operations groups from post-sale to mission complete.

Responsibilities:

* Central post-sale POC for all charter and scheduled customers
* Handle interference between System Operations and Sales and Marketing
* Facilitate investigation process for customer operational inquiries and complaints
* Prepare official company letters of response to customers
* Address billing, contract, block hour and fuel reconciliation disputes
* Help coordinate set-up activities for cargo and passenger charters
* Monitor post-flight activities for customers
* Coordinate completion of Charter Checklists
* Manage and Issue Charter Alert Messages (CAM’s)
* Maintain Central Data Repository of prior Operating Experience (Historical Data)
* Track progress on open cargo or baggage claims
* Develop and maintain effective interdepartmental communication practices within the GCC
* Assist department leadership as required
* Work closely with customer management, Sales and Ops to help ensure mutual operational reliability

Qualifications:

* Minimum five years aviation experience preferably in Operations and/or Sales and Marketing
* Possess strong analytical, interpersonal, administrative and communications skills
* Ability to work nights, weekends and holidays for 24/7 shift coverage
* Possess strong geographical knowledge
* Ability to handle multiple tasks in a fast paced, time sensitive environment
* Team player that works well with others to accomplish a common goal
* Solid computer skills with proficiency in Excel, Word and PowerPoint
Overview:

Responsible for maintaining the customer relationship and product satisfaction while handling interference between Sales/Marketing and the Operations groups from post-sale to mission complete.

Responsibilities:

* Central post-sale POC for all charter and scheduled customers
* Handle interference between System Operations and Sales and Marketing
* Facilitate investigation process for customer operational inquiries and complaints
* Prepare official company letters of response to customers
* Address billing, contract, block hour and fuel reconciliation disputes
* Help coordinate set-up activities for cargo and passenger charters
* Monitor post-flight activities for customers
* Coordinate completion of Charter Checklists
* Manage and Issue Charter Alert Messages (CAM’s)
* Maintain Central Data Repository of prior Operating Experience (Historical Data)
* Track progress on open cargo or baggage claims
* Develop and maintain effective interdepartmental communication practices within the GCC
* Assist department leadership as required
* Work closely with customer management, Sales and Ops to help ensure mutual operational reliability

Qualifications:

* Minimum five years aviation experience preferably in Operations and/or Sales and Marketing
* Possess strong analytical, interpersonal, administrative and communications skills
* Ability to work nights, weekends and holidays for 24/7 shift coverage
* Possess strong geographical knowledge
* Ability to handle multiple tasks in a fast paced, time sensitive environment
* Team player that works well with others to accomplish a common goal
* Solid computer skills with proficiency in Excel, Word and PowerPoint
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